Customer Service - Team Lead

Responsibilities

• Own Operational Coverage
• Monitor volume and coverage across shifts, adjust as needed, and keep the team aligned on daily priorities.
• Step into the work on escalations or to support peak times of business.
• Act as Leadership Support to the Supervisor
• Keep the Supervisor informed on how the team is performing. Share observations, flag emerging trends, and contribute to coaching conversations and performance management decisions.
• Drive Quality Through Coaching
• Connect with Agents during shifts or one-on-one to review their work, provide feedback, and reinforce best practices across tone, accuracy, and efficiency.
• Maintain Product and Process Expertise
• Stay informed on Calendar product updates and workflows to train others effectively and answer escalated questions.
• Support Hiring, Training, and Onboarding
• Play a lead role in hiring, training, and onboarding new Concierge Agents. Implement structured onboarding plans, guide new hires through key workflows, and ensure they ramp with confidence.
• Support Peak Season Operations
• Help manage team coverage and staffing during key high-volume periods such as Q4 and Mother's Day. Ensure the team is prepared, aligned, and supported when volume is highest.
• Pilots and Cross-Functional Initiatives
• Contribute to pilots or special projects by helping roll out new tools, workflows, or support models to the team. Gather feedback from Agents and share it upward to help improve the rollout experience.

Requirements

• 2+ years of experience in customer support, with demonstrated leadership abilities.
• Strong written and verbal communication skills, with an eye for tone and detail.
• Proven ability to coach, train, and support team members in a fast-paced environment.
• Highly organized, self-motivated, and comfortable managing multiple priorities.
• Collaborative and empathetic leader, committed to helping others succeed.
• Comfortable with technology and experience working on a Macbook.
• Ability to travel to in-person events quarterly or as business needs arise.
• A reliable wifi connection is required for this role.

Benefits

• Competitive Salary + Equity Package
• 401K matching
• Wellness, learning, and home-office budgets
• Health, Dental & Vision Medical Plans
• Tremendous autonomy to set the direction of your work
• Unlimited PTO
• Company holidays on the first Friday of every month (Excluding November, December, and January)
• Equal opportunity employer